> ## Documentation Index
> Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Common issues

> The problems we see most often, with the fixes.

If something's not working the way you expect, check here first.

## "My customers aren't getting my texts"

Most common cause: **A2P 10DLC registration isn't complete**. US carriers silently filter unregistered business SMS. Fix: complete A2P registration. See [A2P 10DLC](/phone-and-voice/a2p-10dlc-registration).

Other causes:

* The customer's phone has explicitly blocked your number — they need to unblock
* The customer's carrier flagged your message as spam (look at delivery status in the conversation; "Failed" rows mean carrier rejection)
* You're sending past your daily SMS rate limit on Twilio (rare but possible on bulk reactivation sends)

## "The auto-text isn't firing on missed calls"

Diagnostic checklist:

1. **Auto-text is enabled** — **Settings → Phone → Missed call auto-text** toggled on?
2. **Phone number is connected** — your ServiceBooked number shows as active?
3. **Carrier forwarding is set up correctly** (Option B users) — dial `*#21#` to confirm forwarding is active. If not, re-run the carrier wizard.
4. **The right call statuses are checked** — by default no-answer/busy/failed/canceled. If you've unchecked one, calls with that status don't fire.
5. **Test from a different phone** — calling yourself from your own number doesn't trigger missed-call (carriers handle that as same-line).

If all of those check out and it's still not firing, open a support ticket with the call log details (date/time, your number, the calling number).

## "The AI Receptionist is giving wrong answers"

Three things to check:

1. **Knowledge base has relevant entries** — if customers are asking questions you haven't documented, the AI Receptionist is guessing. Add knowledge-base entries for whatever it's getting wrong.
2. **Business profile is up-to-date** — check **Settings → Business** for accurate hours, services, area, etc.
3. **AI tone is right for your brand** — if the answers feel off-tone (too casual, too formal), tweak in **Settings → Business → AI tone**.

For specific bad responses, you can review the conversation log; talk to support if you suspect the AI Receptionist is contradicting your knowledge base directly.

## "The chat widget isn't appearing on my site"

Check, in order:

1. **The snippet is on the page** — view source and confirm `<script src="...api/widget/loader?key=..."></script>` is there.
2. **Your domain is allowed** — **Dashboard → Widget → Allowed domains** should include your site's domain. Add `localhost` for local testing.
3. **Browser console errors** — open DevTools (F12), reload, look at the console. Errors usually point to the cause.
4. **Ad blockers / browser extensions** — visitors with aggressive ad blockers may have the widget blocked. Test in a clean profile.

## "Voice AI Receptionist isn't picking up calls"

* **Voice AI Receptionist is enabled** — **Settings → Voice → Voice assistant** is set up?
* **You're on Growth or Pro** — Starter plans don't include voice AI Receptionist; calls fall through to regular voicemail.
* **You haven't hit your safety cap** — check **Settings → Billing → Voice meter**. If exhausted, calls fall through. Upgrade or wait for period rollover.
* **Phone forwarding is configured** — Option A users need their personal mobile entered + call-forwarding toggled.

## "My Google Calendar isn't syncing"

* **OAuth is still authorized** — **Settings → Integrations → Google Calendar** should show "Connected." If not, reconnect.
* **You picked the right calendar** — if your Google account has multiple calendars, the AI Receptionist uses whichever one you selected. Re-pick if needed.
* **Token may have expired** — Google revokes tokens after long inactivity. Disconnect + reconnect to refresh.

## "Form submissions aren't coming through"

* **Form is published** — toggle on **Forms → \[your form] → Published**. Unpublished forms 404.
* **Public URL is correct** — the form's URL is `servicebooked.ca/f/<public_id>`. Make sure the embed iframe `src` matches.
* **Browser-side errors** — open the form in a browser, fill it out, submit; check DevTools network tab for the POST.

## "Customers say they can't reach me by phone"

If your business number is forwarded to ServiceBooked but customers report calls going nowhere:

* **Twilio sub-account active** — visit **Admin → Customers → \[your org]** (your account team can check). The Twilio status badge should be green.
* **A2P approval doesn't affect voice** — A2P is SMS-only; voice should work regardless.
* **Voice AI Receptionist minutes exhausted** — same as above. Calls hit voicemail when minutes are out.
* **Browser/network glitch** — call yourself; the AI Receptionist should pick up. If the call fails outright, contact support immediately.

## "I can't log in"

* **Forgot password** — use the [forgot-password flow](https://app.servicebooked.ca/auth/forgot-password). We'll email you a reset link.
* **Email confirmation pending** — if you just signed up, check spam/junk for the confirmation email. Resend from the signup page if needed.
* **Account suspended** — only happens for billing failures past the dunning window or terms-of-service violations. Email support.

## "I'm getting too many notifications"

Tune in **Settings → Account → Notifications**. Turn off types you don't care about, switch others to daily digest, mute everything during off-hours.

## "Something's still broken"

If your problem isn't here:

<CardGroup cols={2}>
  <Card title="FAQs" icon="help-circle" href="/troubleshooting/faqs">
    Frequently-asked questions that aren't quite "issues."
  </Card>

  <Card title="Contact support" icon="life-buoy" href="/troubleshooting/contact-support">
    Open a ticket. We respond fast.
  </Card>
</CardGroup>